Stride.Build, a prominent New York City-based software development firm known for its work with big names like Casper, Simon and Schuster, and Seat Geek, has found a game-changing solution in EyeLevel.ai, a cutting-edge Retrieval Augmented Generation (RAG) platform. By leveraging EyeLevel.ai's powerful tools, Stride has transformed customer support for one of its high-profile clients in the vehicle fleet safety and compliance technology industry.

Ken Judy, a partner at Stride, recently shared how EyeLevel.ai's features have been instrumental in addressing the challenges faced by his client's support team. The client's software application, which interacts with DVR hardware installed on vehicles, operates in complex environments where issues can arise from various factors, including software glitches, hardware malfunctions, network complications, and weather conditions.

Prior to adopting EyeLevel.ai, the client's small support team was challenged addressing the volume and complexity of customer inquiries, relying heavily on the expertise of one expert who also needed to onboard new team members. The team wanted to onboard more efficiently  and reduce resolution times for customers.

Recognizing the need for a more efficient and effective support system, Stride evaluated various RAG solutions before selecting EyeLevel.ai for its superior accuracy, ease of use, and customizability. “I’ve worked with LangChain/Pinecone, LlamaIndex and Azure AI Studio,” said Judy. “EyeLevel is certainly the easiest retrieval engine to work with. To have it be both the easiest and the highest quality response is pretty powerful.”

EyeLevel.ai's powerful tools and API allowed Stride to develop a custom workflow that seamlessly integrates with the client's existing knowledge base, including trouble tickets, Slack messages, and support notes. By programmatically adding content to buckets and extracting valuable metadata, the team was able to parse unstructured data and feed it into EyeLevel.ai's RAG system. This resulted in a powerful tool that not only provides accurate, context-specific answers to customer inquiries but also facilitates the creation of structured runbook pages for common issues.

Ken Judy recalls an executive sponsor's reaction to the system's responses. “They were unimpressed because it's exactly how they would have answered it,” said Judy. “That’s the point when technology becomes magic.”

The support team member who directly interacts with customers has expressed great satisfaction with the quality of the answers provided by the system. Ken notes, "I knowthemost experiencedsupport personwhodeals with customers day to day was very happy with the answers.Webuilt about seven runbook pages together. He was refining thegenerated answers,only needing to makesmall changes and actually those started being incorporated in the future responses."

EyeLevel.ai's powerful tools have not only improved the accuracy and efficiency of the client's support system but have also enabled the creation of a feedback loop that continuously enhances the quality of responses. As the support team refines and updates runbook pages, these improvements are seamlessly incorporated into future responses, ensuring that the system remains up-to-date and relevant.

The success of Stride's implementation of EyeLevel.ai highlights the transformative potential of RAG technology in the realm of customer support. By harnessing the power of EyeLevel.ai's tools and developing custom workflows tailored to their client's unique needs, Stride has set a new standard for customer support in the age of AI. As more businesses seek to leverage the latest advances in natural language processing and information retrieval, platforms like EyeLevel.ai will undoubtedly play a crucial role in shaping the future of customer support and beyond.

Check out more of Ken Judy's amazing gen AI development work at Stride.Build. 

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